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The Current and Future Communications Vertical
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The overall objective of this research service was to look at the current and future adoption of various customer contact strategies, enabling technologies, and services, specifically in the communications vertical. As a proportion of total customer interactions in the communications vertical, the projected growth is clear for Web self-service portal, social media, and mobile apps. Email and LiveAgent voice show a decrease in the proportion of customer interactions in the next 2 years. About 40% of contact center organizations in Europe and North America state their contact channels are fully integrated, while the largest proportion is mostly integrated. By 2016, 57% expect to be fully integrated, primarily due to 11% of mostly integrated contact centers transitioning to full integration. Compared to Europe, significantly more contact centers have fully integrated with other contact channels in North America.
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